If you would like this Newsletter in a different format (e.g. large print
or electronically) or in Welsh please contact Louise Davies on 01495
761104 or email louise.davies@monmouthshirehousing.co.uk
0345 677 2277
communityservices@monmouthshirehousing.co.uk
www.monmouthshirehousing.co.uk
facebook.com/Monmouthshire.Housing
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2

www.monmouthshirehousing.co.uk

Scan the QR code to
access the MHA website.

Jill’s Welcome
Welcome to the 2016
summer edition of Tenant
Matters.
Firstly I would like to Welcome you to the first
exciting tenant matters edition of the year.
Since the last edition, I am delighted to have
been kept extremely busy with the business
of tenants supporting MHA to deliver the best
service possible.
Tenants have been extremely busy with the
Tenants’ Scrutiny Panel continuing to play
an active role in helping MHA improve its
rent management service and we have been
around the County with the Tenants’ Forum.
Firstly in Abergavenny back in January, and
then onto Calidicot in April. Attendances
have been good and the next meeting is
scheduled for the 20th July at Llandogo’s
Millennium Hall. If you haven’t yet been to
a Forum meeting but would like to go and
would like more information please don’t
hesitate to contact either myself by email jill.
ray@monmouthshirehousing.co.uk or by
telephone contact the Engagement Team
01495 767179.

Welcome

Summer 2016

A dedicated Engagement Team has also been
formed so look out for projects and activities in
your local area. There really is such a lot going
on.
Finally don’t forget to enter the competitions
at the back of the edition. If you have any
views, comments or questions about Tenant
Matters then please email me: jill.ray@
monmouthshirehousing.co.uk

Jill Ray
Chair of the Tenants’ Forum

Following Housing and
Communities Directorate’s
restructure, a letter
explaining the changes
will be sent by the
Director, David Morris.

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3

MHA News

Tenant Matters

Helping Us
to Help You
Many of you will be aware that MHA
holds information about our tenants
as part of our ‘Tenant Insight’ project.
We collect this information in order to
improve our services and plan them
around you and your needs. Without it,
it is much harder for us to know what
services you need and want. It also
allows us to better monitor access to
services so we can make sure that we
treat all tenants fairly and equally.
You will shortly start receiving small surveys
every few months from us to collect some
information about you. Circumstances
change and we want to make sure that the
information we hold is right and up to date.
We urge you to complete the survey and return
it to us. We know that some things we ask
are personal, and want to stress that you are
under no obligation to provide us with all this
information if you feel uncomfortable doing so.

The information you provide to us helps
us in a variety of ways. Here are some real
examples of how we use the information you
provide:
• We can identify tenants who may need help
with claiming new welfare benefits.
• It helps us to understand any money issues
our tenants have and to ensure that we are
providing the right advice to help them
manage their money better.
• It helps us to identify tenants who may be
eligible for Welsh Water Assist to help pay
their water bills.
• We can plan where to hold events which will
be of interest and meets the needs of the
local community.
We hope that you will take part in our surveys
and help us get a better understanding of you
and provide a better service to you and all our
tenants.
The information you give us is protected by
law and will be treated confidential. We will not
give it to any other organisation.

4

www.monmouthshirehousing.co.uk

Tenant News

Summer 2016

Lets Get Walking
in Monmouth

Walking â&#x20AC;&#x201C; is so simple but did you know
taking regular brisk walks helps you stay
healthy, live longer and boosts your selfesteem and mood.

Do you have a young family? Why not join
our monthly buggy walks! Join us for an hour
to explore the beautiful surroundings of
Monmouth, led by qualified walk leaders on
paths that are buggy and little legs friendly.
After the walk the children can play in the
Wiggles and Giggles Play group based in
Monmouth Leisure Centre, while the adults
relax for a chat and a cuppa.

The Engagement Team have linked with the
Fit4Life Walking Group in Monmouth and Lets
Walk Cymru, which runs every Monday from
Monmouth Leisure Centre at 10am for one
hour. Anyone can attend and it is suitable for all
We are looking for Walk leaders so if you are
abilities.
interested, get in contact. Details of the next
There is no need to sign up or to commit to
buggy walk will be on our Facebook page
the group, you just turn up and walk when you
MHACommunityBuzz, so keep an eye out!
can. This is a great opportunity to take the first
To find out more about either walks contact
steps to improving your health/wellbeing and
Jacob on 01495 767179 or jacob.richards@
to socialise.
monmouthshirehousing.co.uk

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5

Tenant News

Tenant Matters

Olympic
Poetry at
the Lawns
Tenants from The Lawns are getting
into the spirt of the Olympics by
creating poems with children from
Undy Primary School to capture
times and experiences of when they
have made an effort in their lives.
The project, aimed at bridging the
generation gap and directed by Arts Alive
Wales, is called â&#x20AC;&#x2DC;The Joy of effortâ&#x20AC;&#x2122;, and will
involve tenants of the Lawns and Undy
Primary School in Magor. Local artists Emma
Beynon and Tessa Wait will be facilitating
workshops that will explore, share and
celebrate the times when they have felt they
have made an effort and turn these into
amazing works of art in the form of poster
poems and canvas bags.

6

www.monmouthshirehousing.co.uk

Cleaning
Service
MHA are introducing a cleaning service
to internal communal areas of blocks
of flats as a result of observations and
feedback from staff and residents
through surveys.
Following a pilot, MHA is increasing the
standard of properties before they are re-let.
When surveyed, new residents of the pilot said
that first impressions of the communal areas
could be a lot better.
Of the residents affected, only 9.32% of
residents responded to say they were against
the proposal. Together with inspections of the
communal areas, recommendations have been
made to introduce the service to 101 blocks,
with an external window cleaning service for
133 blocks.
MHA will now be undertaking a tendering
exercise for the service. Residents will be kept
informed on the process and be given a start
date of the service which is anticipated at the
end of October.
If you would like further information on the
service or want to discuss the proposals, please
contact your Neighbourhood Officer on 0345
677 2277 (local call rate) or 01495 761100 (if
you are calling from a mobile)

MHA News

Summer 2016

Coffee & Computers
Fourteen tenants and residents from Raglan
have overcome their fears of computers by
completing an accredited computer course,
gaining new skills, knowledge and friendships.

Another surprising benefit from taking part is
you become a student again so you can receive
student discount! This is especially fantastic as
all members of the group are over 59 years old.

‘Coffee and Computers’ was set up by
Monmouthshire Housing Association in Raglan
Baptist Church to provide support and advice
on how to use mobile devices, laptops and
how to get online. The group has been a huge
success. It provides a relaxed, fun opportunity
to meet friends, socialise over a cup of tea/
coffee, with plenty of biscuits and learn
new skills, all of which will help to improve
attendees wellbeing.

The group can now connect to Wi-Fi, know how
to use a search engine and how to send emails.
Maggie and Brian said: ‘We are really enjoying
learning something new every week-and having
the old grey cells challenged a little bit!!’

The 15 week course (based over a two
hour session once a week) was delivered by
Monmouthshire’s Community Learning and
everyone completed the entry Level 1 in Basic
Skills in Work and Life Certificate.

Sylvia said: ‘I have gained so much more
knowledge and confidence. The social side of
the course has also been rewarding’.
The group are continuing to meet every
Monday at Raglan Fellowship Hall with their
laptops and tablets over a cuppa. Would you
like some help? Its open to everyone - come
along!
For more information about Coffee and
Computers contact Emily Townsend on
01495 767179 or email emily.townsend@
monmouthshirehousing.co.uk
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7

Tenant News

Tenant Matters

Home Grown Veg
From Small Spaces
By Mo Jackson, Tenant Abergavenny

I have always enjoyed messing about in a
garden, sowing seeds, planting shrubs and
seeing the results of my labours. So when I
moved into a flat, I believed my gardening
days were over but luckily, that was not
the case. I found other tenants also liked
gardening, so we joined forces, to enhance
the communal space behind our block of
flats.

I decided to take on the challenge and
made two raised beds in this area and grow
vegetables in them. The beds are six foot long
by 3 foot wide and the raised beds are one foot
high, and it is surprising what can be grown in
such a small space.

I’ve grown Carrots, Broad Beans, Leeks,
Cabbages, Potatoes, Beetroot and lots of other
different vegetables. I’ve even grown Runner
Beans in a couple of old recycling bins. All the
A border of plants along the fence was soon
planted and gradually enlarged, tubs of flowers produce is shared between the tenants and the
were soon adorning the area, and two compost beds are now tended by myself and my next
door neighbour.
bins were purchased. An area in the corner of
the garden was planted out by one neighbour,
In the Autumn of 2014, I planted out
who found after a couple of years that they
wallflowers for a lovely springtime show of
could only tend to tubs.
colour in 2015. It’s fun to sprinkle a few seeds
onto a piece of earth and follow the progress of
the seeds until fully grown, and if you can eat
the end result then that’s a bonus.

8

www.monmouthshirehousing.co.uk

Tenant News

Summer 2016

Dan y Deri
Flower
Beds

Following consultation involving local
residents and their Neighbourhood officer, the
residents of Dan Y Deri in Abergavenny have
had their flower containers replaced. Residents
said that they wanted the containers to be
robust but also pleasing to the eye and with
the help of Monmouthshire Housing and Tom
Ward-Jackson from Keep Wales Tidy, the new
containers have been installed and are ready
for planting. Local Resident Albert McNab said,
â&#x20AC;&#x153;the flower containers make the area just look
that little bit nicer and they give local children
the opportunity to get involved in projects that
improve the environment.â&#x20AC;?
If you would like to improve the area where
you live please contact your Neighbourhood
Officer or the Engagement Team tel 01495
767179 or email engagement.team@
monmouthshirehousing.co.uk

Gnome Place
Like Home

Mr Gray from Raglan has a very
unique garden and is home to
a number of garden gnomes.
twitter.com/mon_housing

9

MHA News

Tenant Matters

Building for the Future
MHA’s commitment to building
high-quality, affordable homes
in Monmouthshire is perfectly
demonstrated by its latest
development, Old School Close in
Caldicot.
A mixture of high-spec one-bed apartments,
two and three bedroom houses and a family
bungalow, Old School Close is set in quiet,
leafy surroundings on the site of the old West
End Infants Nursery School on Masefield Road.
The development showcases MHA’s vision to
create environments where people can have
a brilliant quality of life, in areas where they
aspire to live and work.
But Old School Close is just the tip of the
iceberg. MHA has completed the build of
78 high-quality, affordable homes across
Monmouthshire in the last 12 months alone.
These include 16 apartments and houses at

10 www.monmouthshirehousing.co.uk

Bowsher Court in Chepstow and the innovative
Skenfrith Court scheme in Abergavenny –
developed in partnership with the NHS and
Monmouthshire County Council.
Another new development in Caldicot, Sandy
Lane, has transformed the life of double
amputee Mr Roper. Following his operation,
Mr Roper was supported by MHA to move
into temporary accommodation while the
new bungalow was fitted-out with specialist
equipment. Mr Roper’s new home has enabled
him to live independently again, in a home
designed to make his life as easy as possible.
With new, affordable homes opening
imminently in Shirenewton and Caldicot, and
with work set to begin on 35 new homes in
Abergavenny, Raglan and Gwehelog in the
coming months – MHA is well on course to
deliver on its aim to build 540 new, affordable
homes for the people of Monmouthshire by
2020.

The Tenants’
Forum
#FollowTheBee

0345 677 2277

What’s holding you
back from attending
the Tenants’ Forum?
Because that’s where
it’s at!

#FollowTheBee is a new campaign
helping MHA tenants find out
about the wide range of help that
MHA offers.

It’s the quarterly
meeting that lets
you know what’s happening at MHA and
gives you an opportunity to have your say
about what going on in your area. It’s also
a great chance to learn new things and
meet new people. We always welcome
new members to the Forum and love to
see new faces.

From advice around benefits changes and
preparing for Universal Credit, to help finding
education, training and work opportunities –
the campaign will be buzzing into action this
summer.

We always provide transport or reimburse
travel costs and child/adult care costs,
so don’t let that stop you coming along.
Refreshments are also provided at every
Tenants’ Forum.

Keep an eye out for the bee across MHA’s
newsletters, social media channels and website
for all the latest news, events, support and
advice available from MHA and other agencies
working across Monmouthshire.

If you would like more information or
just an informal chat then please contact
a member of the Engagement Team on
01495 767179 or email engagement.
team@monmouthshirehousing.co.uk

www.monmouthshirehousing.co.uk

Tenants’ Forum

Summer 2016

If you can’t make it to the meeting, but
would like to watch the action live, go to
our website on the day and click on the
link for the live stream.

Join in the Conversation
on the MHA Chat Board
Do you have something to say
but you’re too busy to come to
meetings?
Do you want to get involved
with us from the comfort of
your own home?

Once again, it’s time for the 2016 ‘Making
a Difference Awards’ to celebrate the hard
work of the amazing volunteers throughout
Monmouthshire. Volunteering is the lifeblood
of any great community and the people who
do it deserve recognition for making their
neighbourhoods a great place to live, work and
play.

This year we are once again looking
for your nominations and the
categories are as follows:

Do you want to connect with
people to chat about shared
interests?

• Community Champion
• Achiever of the Year
• Neighbour from Heaven
• Outstanding Achievement in Tenant
Participation
• Adult Learner of the Year
• Best New Project or Group
• Volunteer of the year
• Bright young star

Don’t delay join www.
mhachat.co.uk today!

Do you know someone that works as a
volunteer or volunteer organisation in your
community and deserves a great evening
out, along with a special thank you for
‘Making a Difference’?

Do you want to find out what
benefits come with living in an
MHA home?

“The message board is a great
for everyone, especially those
people who live in isolated
locations, it offers individuals a
voice in which they can express
opinions about anything at all”
Emlyn Lunn a tenant and regular
messageboard user from Catbrook

12 www.monmouthshirehousing.co.uk

All nomination forms need to
be completed and returned by
Friday the 26th August 2016.
Requesting a nomination form is easy,
you can email engagement.team@
monmouthshirehousing.co.uk or call
01495 767179 to request a form and free
returns envelope, or from the website www.
monmouthshirehousing.co.uk

The new law was introduced on 18
January 2016, designed to make it
simpler to rent a home in Wales. It also
brings in a number of elements that
will strengthen tenants’ rights. At the
moment the changes are likely to take
effect in the second half of 2017.
One of the biggest, is the introduction of
two new tenancy agreements, which will
automatically replace all of our current
agreements:
• The equivalent of the assured agreement
will be modelled on a secure tenancy,
which many of our tenants held with
Monmouthshire County Council before stock
transfer.
• Our Starter tenancies will continue to be
modelled on assured shorthold tenancy
agreements. As will any tenancy agreement
demoted because of anti-social behaviour.
Other new rights for our tenants:
• Following the death of a tenant, a tenancy
will be able to be inherited for a second time,
instead of just once. Carers will also be given
the right to inherit the tenancy.
• When one MHA joint tenant ends their
tenancy it will no longer automatically end it
for the other joint tenant.

Your Homes

What the
New Renting
Homes Act
Means for
MHA Tenants

Summer 2016

• It will become easier for MHA to target
perpetrators of domestic abuse for eviction.
So what does this mean in reality?
• All of our tenants will have more rights set
out in law.
• MHA will be required to give new tenancy
agreements to everyone (as will every social
and private landlord in Wales).
• It’s a great opportunity for us to get feedback
from our tenants to update the new tenancy
agreements, before they’re introduced.
The next steps for MHA will be to begin
planning on how we will integrate the Act into
our services. A key part of this will be carrying
out widespread consultation, to give all of our
tenants the opportunity to have a say in how
the new tenancy agreements are laid-out.
All of our tenants will be kept up to date about
the Act and what it means for them, as more
information becomes available.

In the meantime, for more
information contact our Policy
and New Initiatives Officer on
01495 761154 or chris.york@
monmouthshirehousing.co.uk
twitter.com/mon_housing

13

Feature

Tenant Matters

...in Caldicot
Recently the Lifestyles and Smiles
project which was run in Caldicot
was tasked with helping mums
and their families with nutrition
and wellbeing and participants
have also had the chance to
complete an accredited Jamie
Oliver cooking qualification. The
course was delivered by Ioan
James and this is what he has to
say:
14 www.monmouthshirehousing.co.uk

What do I enjoy most about my profession?
I get a great deal of satisfaction helping others
to reach their full potential in life, working
with them to improve mind and body and to
make healthy lifestyle choices that benefit
themselves and their families.
Tell us how you came to work on Lifestyles
and Smiles: During January I was approached
by Shane Hatherall who was the Community
Investment Officer with MHA at the time, to
discuss whether I was interested in being part
of a twelve week pilot project called ‘Lifestyle
& Smiles’. They were looking for someone, who
they felt was the right person to work with a
group of mums in Caldicot, helping them to
improve their health and wellbeing and that of
their families.
After reading the project document, I could
really see a great opportunity for doing
something that I am passionate about which,
following a great deal of discussion between
Shane and me, he called to offer me the
Personal Health Coach position which I eagerly
accepted.

I have thoroughly enjoyed the experience
and have met some wonderful individuals
who have so much to offer. Everyone has
been committed to making changes in their
lifestyle and are appreciative of the direction
and encouragement that has been provided
through this project. Everyone supports and
motivates each other which I have found very
inspiring to see, they constantly support each
other through the Facebook group and when
working out together during really hard at the
fitness sessions.

Feature

Summer 2016

So what about the future? This project has
in my opinion been very successful, its helped
with all aspects of wellbeing, the mums feel
better, are stronger and fitter, they are eating
healthier and have gained a great range
of skills and knowledge. They will soon be
carrying out ‘Health Champions’ training and
will all become a great asset and inspiration to
their communities. We just need to find a way
to do more of it for more people throughout
Monmouthshire.

So how’s it all going? I have been working with
the mums twice a week for ten weeks now and
it’s been exciting to be a part of their journey.
They have all worked so hard and are now really
seeing the benefits, it has been tough from
time to time with the ups and downs of family
life, kid’s get I’ll and sometimes life just throws
a spanner in the works, but ‘all in all’ it’s been an
amazing experience for the mums and for me
because of their dedication and commitment.
The project is made up of nutrition
programming and advice, and they get to
complete a ‘Jamie Oliver’ BTEC Level 1 Home
Cooking qualification. They get a personalised
exercise programme and direct support
whether in the gym or if its an outdoor
workout. Improvements they have made have
been around posture, cardiovascular, upper
and lower body strength, mobility, nutrition &
eating habits, positive thinking and eliminating
negative thoughts.

Delicious salmon fish cakes.
twitter.com/mon_housing

15

Bits & Bobs

Tenant Matters

The ‘Road to Rio Van’ is a joint initiative
between MHA, Newport City Homes and
Newport Live and its aim is to get young
people involved in sport on the back of the
2016 Rio Olympics. The van recently visited
Thornwell Pavilion Fun day on the 11th June,
offering the chance to try lots of different
sports including Archery, Javelin, Boxing
and Volleyball. The weather held off for
this amazing event bringing all ages of the
community together. It was great to see many
young people getting involved, trying new
challenges and being inspired ready for the
2016 Olympics.

16 www.monmouthshirehousing.co.uk

The Road to Rio van will be attending lots
of community events and working with
Monmouthshire Youth Service to provide
activities throughout the summer – all for free.
Have a look at the Rio timetable in our What’s
On Calendar, which has been included with the
magazine, to see where you can join in!

Are You Affected by the Changes
to Housing Benefit?

Your Homes

Summer 2016

#FollowTheBee

Are You on Housing Benefit?
If the answer is yes, then you could be affected
by the changes in the amount of housing
benefit or universal credit (housing element)
you will get towards your rent. This is based on
the introduction of a Local Housing Allowance
(LHA) rate to those who rent from the social
rented sector.

What is Local Housing Allowance?
Local Housing Allowance (LHA) is the amount
currently paid to private renters on housing
benefit. The amount you get depends on the
type of property you live in, your income, your
age and who you live with. Every April these
rates are set by Rent Officers in the Welsh
Government.
In 2015 the UK Government announced that
housing benefit (and housing costs within
Universal Credit) for social homes will be
capped at the LHA rate. This means that
the amount you get towards your rent from
Housing Benefit or Universal Credit will soon
affect tenants who rent from either a private
landlord or a social landlord and means that
you may need to find the difference to cover
the rent.

Do you have a spare room?
After April 2018, those who are subject to
the bedroom tax will find that their housing
benefit capped at either LHA rate or the
amount after bedroom tax, whichever amount
is lower, meaning that tenants will need to
cover the difference in their rent.
For more help, tips and information about
welfare reforms #FollowTheBee!
Or for more information, you can visit:
• UK Summer budget 2015: www.gov.uk
• Rent Officers Wales current Local Housing
Allowance rates: www.gov.wales/topics/
housing-and-regeneration/welfare-reform/
rentofficers/publications

Anyone on housing benefit who has signed for • Community Housing Cymru briefing on
the impact of capping Housing Benefit
a social housing tenancy on or after 1st April
at Local Housing Allowance (LHA) rates
2016. However, the amount of housing benefit
www.chcymru.org.uk/uploads/general/
you get paid to you won’t change until 1st April
Impact_of_Capping_Housing_Benefit_at_
2018.
LHA_rates_-_In-depth_briefing_paper__
Single tenants under 35 will get housing
April_2016.pdf
benefit at a shared room rate. This means that
housing benefit may not cover the rent for a 1
bed apartment if the rent is more than £54.60
(the current rate in Monmouthshire).
twitter.com/mon_housing

17

Tenant News

Jamie’s Home
Cooking
Tenant Matters

MHA tenants and local residents from across
the County have benefitted from Jamie
Oliver’s approved and accredited Home
Cooking course for adults, with lots of tasty
recipes and healthy options for the family.
The great thing is that the ingredients are
low cost and can be adjusted to easily suit
numbers.

was with their support that project has been a
huge a success.

The participants are really enjoying themselves.
All of the parents love taking their learning
back to the family and cooking at home with
their kids. In total five mums will complete
the accredited BTEC Level 1 in home cooking
course and the course has also been a great
MHA’s Community Investment Team worked in opportunity for health & wellbeing and
partnership with a local a business called Flying socialising, with mums often saying that they
don’t get enough time with other adults.
Pig & Little Piggies School of Catering and it

Sponsorship
Are you involved with a group
or event within Monmouthshire
that needs sponsorship and could
benefit from MHA’s support?

Tenant News

Summer 2016

Congratulations to our Good
as Gold Winners in April 2016,
all winning £50 each.
• Mrs Jones of Abergavenny
• Mr Thomspon of Magor
• Mr Williams of Portskewett
• Mr Timmins of Monmouth
And to Mrs Williams of Abergavenny,
pictured with her Neighbourhood Officer
Jemma Browning receiving her winnings

We recently helped Osbaston CiW Primary
School replace their old playground
equipment. We also funded local charity,
MAGIC to help support their additional needs
play sessions in Abergavenny. We consider
applications from foodbanks and charities and
support local events, community projects and
voluntary groups – if you have a project, event
or support service that benefits the people in
your area we’d love to help!

The next draw will take place
on 4th July so get your rent
account up to date to be in
with a chance of winning £50.

All you need to do is fill in a sponsorship
form and if your request meets our
requirements you could gain funding! For
more information or to request an application
form, please contact Emma Assender on
01495 745762 or email emma.assender@
monmouthshirehousing.co.uk

For more information about
the Good as Gold Scheme,
please visit our website www.
monmouthshirehousing.
co.uk
twitter.com/mon_housing

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decorations
Covers damage to internal
Covers
damage
to damage
internal to
decorations
accidental
decorations
sanitary fixtures such as toilets
Covers
accidental damage to
and washbasins
Covers
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fixtures such
as toilets
sanitary
fixtures such
as toilets
and
washbasins
Covers
damage
to external
glazing
and
washbasins
for which
you are responsible
Covers damage to external glazing
Covers
damage
external glazing
for which
you aretoresponsible
Terms & conditions, exclusions & limits apply. A copy of the policy wording is available on request.
for which you are responsible
Terms
& conditions,
& limits
apply. A pack
copy of
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landlordexclusions
for a free
application
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& conditions,
& limits
apply. Aon:
copy of the policy wording is available on request.
to apply
for coverexclusions
today, call
My Home

The National Housing Federation My Home Contents Insurance Scheme is a product name arranged and administered on behalf of the National
Housing Federation by Thistle Tenant Risks. A trading style of Thistle Insurance Services Limited. Lloyd’s Broker. Authorised and Regulated by the
Financial Conduct Authority. A JLT Group Company. Registered Office: The St Botolph Building, 138 Houndsditch, London, EC3A 7AW. Registered in
England No 00338645. VAT No. 244 2321 96. The National Housing Federation is an Appointed Representative of Thistle Insurance Services Limited.
The National Housing Federation My Home Contents Insurance Scheme is a product name arranged and administered on behalf of the National
Housing Federation by Thistle Tenant Risks. A trading style of Thistle Insurance Services Limited. Lloyd’s Broker. Authorised and Regulated by the
Financial
Conduct
Authority.
A JLT My
Group
Company.
Registered
Office:
The is
St aBotolph
138 Houndsditch,
London, on
EC3A
7AW.
in
The National
Housing
Federation
Home
Contents
Insurance
Scheme
productBuilding,
name arranged
and administered
behalf
of Registered
the National
England No
00338645.
VAT No.Tenant
244 2321
96.AThe
National
Federation
an Appointed
Representative
of Thistle
Insurance
Services Limited.
Housing
Federation
by Thistle
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trading
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of Thistle
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Limited.
Lloyd’s Broker.
Authorised
and Regulated
by the
Financial Conduct Authority. A JLT Group Company. Registered Office: The St Botolph Building, 138 Houndsditch, London, EC3A 7AW. Registered in

The Tenants’ Scrutiny
Panel Working for You
The Tenants Scrutiny Panel has continued
to make good progress since adopting a
new way of working, which was reported
in an earlier edition of Tenant Matters. The
panel which acts as a critical friend to MHA
has recently scrutinised key elements of
the Rent Management Service and their
recommendations has been forwarded to
Senior Managers and the Board.

A selection of their recommendations
are as follows:

The Panel looked at three specific
areas which included:

• Improve support offered to tenants making
the rent service more understandable

• Accessibility of the service including opening
hours
• Payment methods
• Communication including letters, marketing
and website

24 www.monmouthshirehousing.co.uk

• Introduce a new Freephone rent line number
- 0800 085 3557
• Improved budget sheet for tenants
• Improved letters which are easier to
understand

Please note the new Freephone rent line
number is 0800 085 3557 and you can make a
payment over the phone using a debit or credit
card between 9:00am and 4:30pm (Monday
to Thursday) or between 9:00am and 4:00pm
(Friday).

Service Testing Team
You may have heard that we have re-branded
the old MHA SUITs to the new Service Testing
Team. And they do exactly what is says on
the tin! The new name highlights the essence
of what the tenants in the team do. We have
a fresh approach, testing services from your
point of view, providing suggestions for
improvements using your opinions.

Keeping You Informed
of External Works to
Your Property
Not all tenants felt
that they were kept
informed and any changes
or delays to the work being
carried out.
The Asset Management
Team within MHA has
confirmed that the
contractors are now
going to inform
tenants of any
delays in
person.

MHA News

Summer 2016

We have recently recruited 4 new members
and have carried out a check on CAPSEL
painting works – the results of which we will be
able to share with you soon!
For you to get an idea of how the team helps
MHA, here are the results of the most recent
External Works check. By making phone calls
and speaking with you the team found...

Discussing Planned
Works With You
26.9% of
tenants felt
that they were not
given the opportunity
to discuss the proposed
works.

Dissatisfaction With
Works or Outstanding
Work After Being
Marked Completed
Dissatisfaction with
works or outstanding
work after being marked
completed.

MHA currently send
Our surveyors have
letters to all tenants
prior to any works to be confirmed that all works are
checked on a regular basis
carried out. A booklet
and that a final checklist
and survey is also left
is produced on completed
with every tenant
works. We also carry
following completion of
out tenant satisfaction
the works, or pushed
surveys relating to the
through the letterbox
work that has been
if the tenants is
completed.
not in.

If this sounds like something you’d like to be involved in, just give us a ring or drop us an
email for more information:
Lorna.wheater@monmouthshirehousing.co.uk • 01495 761142
Anna.phythian@monmouthshirehousing.co.uk • 01495 745767
twitter.com/mon_housing

25

MHA News

Tenant Matters

David Morris, Director of Housing &
Communities, presents John Swift, from
Dingestow with his accredited certificate.

David Morris, Director of Housing &
Communities, presents Mo Jackson, from
Abergavenny with her accredited certificate.

MHA’s New Accredited Training
for Tenant Volunteers
MHA’s has been working with tenants to
develop a new accredited training programme
called Passport to Engagement.
The association has developed the training
programme in response to its tenant
volunteers, who regularly help the association
to continually improve services and make their
local areas better places to live. The tenants
said that they wanted more training based
around the type of volunteering they do.
The new and exciting programme is a mix
of entry level three and full level one units.
The programme can also help tenants who
are looking to enhance their CV and find
employment.
Rob Carey, MHA’s Senior Engagement Officer
said “we believe that the best results begin
with volunteers understanding the issues
in which they are involved and building

26 www.monmouthshirehousing.co.uk

confidence so that tenants can express their
views without difficulty. We believe that the
new training programme, which has been
developed in cooperation with tenants helps
to achieve this”.
Joyce Davidson a tenant from Caldicot said,
“the fellow tenants attending the courses are
really helpful and my confidence has improved
dramatically since I started attending. I would
also like to thank MHA for their commitment
to tenant volunteers. I have learnt so much
since starting the courses and I have a real
understanding now of how the housing
association works.”
If you would like to find out more about the
new training programme or would like to find
out more about how you could get involved,
contact the Engagement Team 01495 767179
or email rob.carey@monmouthshirehousing.
co.uk

MHA News

Summer 2016

MHA Receives
White Ribbon Status
Monmouthshire Housing Association
(MHA) has been awarded accreditation
by the White Ribbon Campaign on the
basis of its commitment to supporting
the aims of the campaign, never to
commit, excuse or remain silent about
violence against women.
Staff have received training so that when they
are out and about in local communities they
have an understanding of domestic abuse and
are able recognise signs of it. Consequently
they are able to offer help to anyone affected
by domestic abuse and to signpost to local
specialist services. Research has shown that
whilst victims of domestic abuse may be

reluctant to disclose what is happening to
them, often they are also hoping that someone
will realise that something is wrong and ask
them about it.
MHA is also working with in partnership with
a group of other social housing landlords
on a project called Free From Fear to further
improve our response to domestic abuse
and ensure a more effective service for social
housing tenants throughout Gwent.
The White Ribbon Campaign focuses on men
speaking out against violence against women
and MHA staff will be taking part in activities
designed to promote the aims of the campaign
both internally and in local communities.

twitter.com/mon_housing

27

Feature

Tenant Matters

Etiquette for Dog Owners
As pet owners, we have a responsibility
to manage our pets and ensure good
behavior in public. Gentle, pain-free
methods are essential to training dogs
and helping them bond with their
owners. Being gentle, though, doesn’t
mean allowing or sugar-coating bad
manners.
Cultivating appropriate behavior in
our dogs paves the way for pleasant
relations and peaceful coexistence
among dog owners and non-owners
alike. Read on!

28 www.monmouthshirehousing.co.uk

1. Teach appropriate dog-to-dog
introductions

It is not appropriate for dogs to “play” with
other dogs while on leash. It may be cute
when two 10-pound puppies do this; it’s
not so cute at 60 pounds! Dogs must learn
that there is a time for play, and a time
to pay attention to you. If both dogs are
well-behaved and focused on their owners,
you can allow a walk-by so that they can
greet appropriately, sniffing each other for
five seconds. Allowing your dog to jump
all over other dogs can result in injury (to
either dog) and a bad reputation in your
neighborhood! It also may erroneously
teach your dog that all other dogs enjoy
this kind of on-leash interaction…and many
don’t.

contacting or jumping on passers-by. Even
if people say, “It’s okay,” your dog needs to
learn to behave appropriately in public.
Some people dislike dogs, others are
frightened of them, still others may simply
prefer well-mannered dogs! A well-trained
dog and a considerate handler set a great
example of responsible ownership to their
communities, and ensure that dogs will
continue to be welcome there.

2. Always leash your dog

It doesn’t matter how friendly Fido is: leash
laws exist for a reason. Not everyone is
comfortable around dogs, and dog owners
must anticipate this and be respectful.
Only let your dog approach a stranger if
that person asks. The same rule applies to
strangers walking their own dogs. If you
see another dog and owner approaching,
ask first (“Can they say hi?”) and honor
the other’s response. Don’t shrug off
their objection because “he’s such a nice
dog”: if he or she doesn’t want your dog
to approach, no more explanation is
necessary.

3. Prevent barking

Practice the Attention exercise so as to
easily redirect Fido if he barks at people or
other dogs. If you know your dog behaves
this way, allow her in the yard only when
supervised. If she barks at passers-by and
other dogs from the car, close your side
windows and cover them. Consider using
a Calming Cap to reduce her field of vision,
and – if there is room – crate her with a
chew toy. Allowing her to bark through an
open window appears inconsiderate and
careless, and can frighten both people and
dogs within earshot.

Feature

Summer 2016

5. Be aware of other peoples’ feelings
If your dog does something that upsets
someone else (jumping up, running after
them, barking at them, etc.), apologise to
that person and take measures to prevent
the situation from re-occurring. Do this
even if your dog’s behavior appeared
benign in nature. Shrugging it off as an
overreaction or a personal slight will not
improve your dog’s behavior and may
negatively impact your reputation in the
community.

6. Scoop your poop!

No excuses: few things sour dog-to-human
relations more than poop left where others
can step in it. Bring an excess of bags on
each walk to be sure you have enough. If
you run out of bags, either come back and
clean it up or ask another walker if they
have a bag to spare. Cleaning up every
time will set a good example for others
and promote an image of dog owners as
caring, responsible citizens…a good thing
all around!

4. Be aware of other peoples’ space
Keep your leashed dog close to you and
stay alert to others using the path/park/
sidewalk, etc. Your leash should be slack
but short enough to prevent Fido from

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29

Feature

Tenant Matters

For most people, gambling is a fun,
recreational activity which they are
able to enjoy without losing control.
However for some people gambling
can become a serious problem, both for
themselves and for their family, friends,
and those concerned about them.

events, playing casino games, gambling
machines or bingo. Many people enjoy
gambling, whether having a flutter on the
Grand National or buying the odd scratch card,
or taking part in gambling on a more regular
basis. Gambling is not a bad thing, but it can be
risky, so we need to keep ourselves informed
and make responsible choices.

Gambling is taking part in a game during
which you risk money, or something of
monetary value, in order to win money or
a prize. The outcome of the game is usually
down to chance, so when gambling you might
leave with less money than you started off
with, and sometimes with nothing at all.

Have you started to worry that you may
have gambled a bit too much not leaving
you enough money to pay bills and are
wondering where to turn to for help.

There are many forms of gambling, including
lotteries and scratch cards, card games like
poker and blackjack, betting on sports or